CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

JOB SUMMARY

This role is responsible for retrieving all incoming product return packages, validating/determining eligibility of credit due, and processing all incoming product returns once eligibility steps are completed. The role performs shipping and receiving related functions and other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge and comprehension/application of all company or departmental policies and procedures
• Knowledge of current software programs necessary to process return credits
• Intermediate skill in the use of Microsoft Outlook, Excel and Word. Advanced preferred.
• Ability to read and understand highly technical material.
• Basic computer, phone, fax and copier knowledge.Basic clerical and data entry skills

EXPERIENCE:

Minimum 1 year warehouse experience with preferred returns experience. A thorough understanding of policies/procedures practices and service level commitments of the department. Previous Customer Service experience and/or business environment preferred. Basic clerical and data entry skills required.
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EDUCATION:

• Minimum high school diploma or GED required.
  Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran
  

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GENERAL JOB REQUIREMENTS:

• Works scheduled hours in office and is ready to work at scheduled start times; notifies Supervisor/Coordinator prior to absence or tardiness in accordance with company policy.
• Immediately informs Supervisor/Coordinator of safety, sanitation and equipment malfunctions or concerns regarding quality issues.
• Seeks assistance from the Return Goods Supervisor/Coordinator in identifying and reporting of problems/concerns relating to their job function.
• Adapts readily to changes in work volumes, staffing, climate and scheduling. Overtime may be required from time to time.
• Complies with all company policies/procedures, Work Instructions and SOP’s
• Complies with Return Goods Supervisor/Coordinator direction
• Exhibits good communication skills-verbal, written and comprehension of the English language. French is an asset.

• Maintain complete knowledge of all department procedures, company policies, product line and computer related software.
• Evaluate returns for eligibility according to current policies/procedures which applies to the specific account.
• Responsible for processing returns from ECP’s and large customers along with CooperVision sales team as assigned per all related SOP’s, work instructions, policies and procedures within standard processing requirements.
• Research problems regarding returns which may require contact with internal/external customers regarding the returned product and/or application to the current procedures/policies.
• Identify and prepare quality complaint returns that will be forwarded to Product Services for inspection.
• Uses phone or prepares written/electronic correspondence to contact customers as needed in a professional and timely manner.
• Continually strives to meet or exceed department standards for processing returns.
• Performs other duties as required, which may include assisting in the training of others, filling in for sustained periods of time in absence of others, completion/submission of reports, etc.Is responsible for company shipping and receiving of all goods.
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  An employee may perform 100% of the above responsibilities. As business dictates, the employee may perform special projects that may consist of 50%-100% of their time.